Shipping Policy
MAYVELA is committed to providing transparent and reliable shipping for all customers.
Nothing in this policy affects your statutory rights under UK consumer law.
Order Processing
After placing an order, you will receive an order confirmation email.
Orders are processed within 24–48 hours. During busy periods, processing may take up to 72 hours. Processing time is separate from shipping time.
Once your order has been processed and dispatched, you will receive a shipping confirmation email with tracking information.
Address changes cannot be made once an order has entered processing.
Delivery Times
After dispatch, orders are estimated to arrive within 4–10 business days. During busy periods, delivery times may extend by an additional 3–5 business days.
Delivery times are estimates only and are not guaranteed.
Delivery may be affected by factors outside of our control, including courier delays, customs procedures, weather conditions, and peak shipping periods.
Processing time is not included in the estimated delivery timeframe.
Time-Sensitive Orders
HELLO MACY does not guarantee delivery by specific dates or for specific events such as holidays, birthdays, weddings, or other occasions.
Customers are responsible for placing orders in advance if delivery is required by a certain date.
Delays caused by carriers or customs authorities are outside of our control.
Free Shipping
HELLO MACY offers free shipping on all orders. No minimum order value applies.
Free shipping does not affect processing or delivery timeframes.
Shipping Method
Orders are shipped from our fulfilment centres using trusted international carriers.
Under UK consumer law, goods remain the responsibility of the seller until they are delivered into the physical possession of the customer.
Once dispatched, delivery is carried out by the selected courier service.
Tracking
All orders include tracking.
Once shipped, you will receive a tracking number by email. Tracking can be viewed via https://www.17track.net/ or through the carrier’s official website.
Tracking updates may take several days to appear after dispatch.
Customs, Duties and External Delays
In rare cases, shipments may be delayed due to customs inspections or carrier-related issues. These delays are outside of our control.
Where applicable, customs duties, import taxes, or local handling fees are the responsibility of the customer.
Carrier or customs delays alone do not automatically qualify for order cancellation or refund, unless the delay becomes unreasonable under applicable consumer law.
Lost, Delayed or Returned Packages
If a shipment is significantly delayed, tracking temporarily stops updating, or a parcel is returned to sender, customers must contact our support team for assistance.
Carrier investigations may take time and delivery timelines may be extended during this process.
If tracking confirms delivery but the parcel has not been received, customers must notify us within 7 days of the delivery date shown in tracking so we can investigate in line with our Delivered but Not Received policy.
We will review tracking information and liaise with the courier. Where delivery cannot be reasonably verified or where the courier confirms an error, we will arrange a replacement or refund in line with your statutory rights.
Incorrect Address
Customers are responsible for providing a complete and accurate shipping address at checkout.
We are not responsible for delays or failed delivery caused by incorrect or incomplete address information provided by the customer.
If a package is refused, unclaimed, or returned due to address errors or failed delivery attempts, original shipping costs are non refundable. Reshipping costs will be the responsibility of the customer.
Refunds will only be processed once the item has been received back at our fulfilment centre and inspected.
Agreement to Terms
By placing an order with HELLO MACY, you confirm that you have read, understood, and agreed to this Shipping Policy, as well as our Terms and Conditions. This includes acceptance of estimated delivery timeframes and processing times.
Questions and Support
For questions regarding shipping or order status, please contact our support team at support@mayvela.com.